30 sep 2008
I've been a customer of Vodafone/Hutch/Orange for nearly a decade now. In all that time, I've never been a fan of its Customer Service, but my recent interactions since 3rd Sep 2008 have proved to be nothing short of harrasment of a customer!
On 2nd Sep, I spoke with Vodafone Customer Care requesting change of ownership on two Vodafone numbers: #1. To be changed from corporate to individual status, with a change in talk plan, and #2. To be changed from my name to my wife's name, with a change in talk plan
On both fronts, I was advised to go to the nearest Vodafone store to complete the formalities.
On 3rd Sep, I went to Vodafone Powai and met with Hamzaa, who took me through all the paperwork and asked for relevant documentation. I submitted every thing that was required o[censored]s, on both fronts, and was told that it would take 3-5 working days for the changes to happen.
Next week, when I called the Customer Helpline, there was no response except that the application is in process. Several calls followed, and each time, the response was the same, with no clarity on what was holding it up.
Subsequently, more than 10-12 days since my store visit, Hamzaa called and said that by mistake he'd not taken a signature from me on one required document, and that he would send it home for my signature so that he can put it in processing. I signed the document the very next day, after which the wait for another "3 working days" began...
Once more, several phone calls to the Customer Care followed, and each time, the application was "in process".
Finally, on 22nd Sep, when I called and spoke to Praveen Joshi, I was told that the talk plan and ownership has indeed changed, but there is no record of my applying for the SMS promotional scheme, nor the Family & Friends scheme, on either my number or my wife's. To add to my woes, I had to travel out of town between 20th and 22nd Sep, and found to my horror that my roaming was deactivated - when I'd not asked for that to happen!
I complained to Praveen, requested immediate activation of the SMS scheme on both numbers and the F&F scheme on my wife's cell, and asked for 3 things:
1. An investigation against Hamzaa in Vodafone Powai and the entire process, to determine how such a lapse in service could occur
2. A letter of apology from Vodafone for the shoddy manner in which my entire transaction had transpired, and
3. Compensation for the harrasment I've been put through
On 23rd Sep, I received SMS confirmation on the activation of the newly-requested services on both number. But, today, when I called to find out what happened about my request for an investigation and other aspects, I was told that the SMS scheme has already been active since 20th Sep, so there is no question of a complaint! Even speaking to a supervisor - Riaz Khan - elicited the same response.
I have sent this complaint as an email to the Nodal Officer and the online customer care address, giving you an opportunity to respond before I post it in a complaint forum. In spite of several days elapsed, I have not received any response from them!
Is there any one listening?
